Customer Service Representative II

Dawn Food Products; Jackson (MI); Hybrid; USD 50,000 - 76,000; Full time

Benefits offered by this job

Health insurance on Day 1

Competitive pay

401(k) match

Paid holidays

Paid time off

Professional training

Family-owned business over 100 years

Job summary

Dawn Foods is seeking a Customer Success Representative II to serve as the first point of contact for customers and our sales team, handling order processing and issue resolution with cross-functional support.

The role emphasizes operational excellence, complex problem solving, and delivering best-in-class service from Dawn's hybrid Jackson, MI office, with a schedule Monday–Friday and relocation not offered.

Qualifications

• High school diploma/GED required.
• Minimum of 3 years of customer service experience in an office or similar professional environment.
• Relevant experience in a Supply Chain/Distribution support-related role may be considered.

Responsibilities

• Manage assigned accounts through open lines of communication with regular check-ins and order updates.
• Notify customers promptly about shortages or supply delays with timelines and alternatives.
• Account ownership of House Accounts with all communication and order management.
• Mentor CSR I by providing training and assisting with troubleshooting/escalations.
• Collaborate with Sales during PTO coverage to ensure essential tasks are completed.
• Coordinate returns/credit processes and document approvals before issuing credits.
• Work with cross-functional teams to troubleshoot issues and ensure excellent service.
• Enter Customer Leads and Sample Requests in Salesforce for proper documentation.
• Coordinate delivery schedules with Transportation team and communicate with customers during realignments.
• Be a Subject Matter Expert for all Dawn facilitated platforms.

Skills

Problem-solving

Detail-oriented

Communication skills

Customer service

Education

High school diploma/GED

Tools

Salesforce or CRM

SAP or ERP

Job description

Dawn Foods is a global leader in bakery manufacturing and ingredients distribution. As the partner of choice for inspiring bakery success, we helpcustomers grow their business through meaningful partnerships, research-driven insights and innovations, and products and expertise they can depend on. As a family-owned company, our commitments to our people, products, customers, and corporate values, are all part of our recipe for success.

Why work for Dawn Foods?

PEOPLE. PRODUCTS. CUSTOMERS.

Why should you apply? We invest in you!

• Industry-leading health insurance on Day 1!
• Competitive Pay
• 401(K) + company match
• 10 Paid Company Holidays
• Paid Time Off
• Professional training
• Family-owned business over 100 years in service
• An opportunity for career advancement, working as part of an empowering workforce

Job Purpose and Overview

Customer Success Representative II's are the initial point of contact for customers and our sales team, providing support in various aspects of order processing. The Customer Success Representative II's primary function is to help ensure operational excellence through extended knowledge, responsibility, and processes. Provide support in resolving complex issues through ownership or leveraging insights and perspectives of our cross-functional teams. Manage customer complaints effectively while maintaining professionalism and finding resolution within established guidelines. Work closely with cross-functional teams to ensure best-in-class customer experience.

Schedule: Monday - Friday, 7:30 AM - 4:00 PM, with the ability to flex based on business and customer needs

Work Environment: Hybrid, requiring in-office presence 3 days per week at the Dawn Home Office Location in Jackson, MI

Relocation Assistance: Not provided. Candidates must reside within a commutable distance of Jackson, MI to be considered.

What will you do as a Customer Success Rep IIat Dawn Foods?

• Manage assigned accounts through open lines of communication by having regular check-ins, order updates, and driving the e-commerce platform.
• Notify customers promptly about shortages or supply delays that impact service, providing specifics about timelines and/or alternate options.
• Account ownership of House Accounts, which includes all communication & order management with the customer.
• Mentor CSR I's by providing training and working with them on troubleshooting/escalations.
• Support and collaborate with peers and Sales during PTO coverage to ensure that essential tasks are completed effectively
• Manage Customer Concerns/Credit process, and process return authorizations (customer calls with concerns of quality issues, truck hits a dock, etc.) Coordinate internally that appropriate approvals occur, documenting, and aligning paperwork to ensure alignment prior to issuing credit.
• Collaborate directly with cross-functional teams to troubleshoot customer issues and ensure excellent customer service throughout the entire customer journey.
• Utilize Salesforce to enter Customer Leads and Sample Requests to ensure proper documentation and approvals
• Work directly with the Transportation Supervisor/team to update, plan, and revise delivery schedules as necessary and assist with communication to customers during territory re-alignments
• Be a Subject Matter Expert for all Dawn facilitated platforms.
• Other duties and responsibilities as assigned by Customer Success management.

What Does It Take to be a Customer Success Rep II at Dawn Foods?

Below are the minimum qualifications to be a fit for this job.

• High school diploma/GED required
• A minimum of 3 years of customer service experience in an office or similar professional environment assisting customers through issue resolution
  • Relevant experience in a Supply Chain/Distribution support-related role may also be considered
• Strong problem-solving skills
• Detail-oriented with the ability to multitask and work independently
• Excellent verbal and written communication skills

Preferred Qualifications

• Salesforce or similar Customer Relationship Management (CRM) experience
• SAP or similar Enterprise Resource Planning (ERP) experience

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to work in a Professional office environment and effectively work from home.
• Team Member must regularly lift and/or move up to 25 pounds
• Team member must be able to sit at a desk or walk around a facility throughout the day to support Operations and our Customers

Note:The level of physical effort may vary from site to site and in some cases be greater or lesser than documented here.

About Our Benefits

Dawn is proud to employ the top talent in the baking industry, and we reward our people with comprehensive health and well-being coverage, competitive compensation packages, and award-winning benefit offerings. We also help protect your future financial health with a generous 401(k) matching program that provides additional retirement funds and many tools and resources on financial wellness. Dawn encourages professional growth through tuition assistance and educational programs, and we are always searching for ways to improve our industry-leading services and benefits.

Compensation

The base salary for this position is $50,470-$75,710 with bonus eligibility.

#LI-Hybrid #LI-AH1

An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability, pregnancy, sexual orientation, gender identity/gender expression, citizenship status, military or veteran status, genetic information or any other status or condition that is protected by applicable law.

Requisition ID: 38230